Practice Charter Standard
These are local standards set within this practice for the benefit of our practice. It is our job to give you treatment and advice. Following discussion with you, you will receive the most appropriate care, given by suitably qualified people. No care or treatment will be given without your informed consent. In the interest of your health it is important for you to understand all the information given to you; please ask us questions if you are unsure of anything.
Our Responsibility To You
We are committed to giving you the best possible services.
Names: People involved in your care will give you their names and ensure that you know how to contact them. The surgery should be well signposted and the doctors or nurses names are indicated on their surgery doors.
Waiting Time: We run an appointment system in the practice. You will be given a time at which the doctor or nurse hopes to be able to see you. You should not wait more than 30 minutes in the waiting room without receiving an explanation for the delay.
Access: You will have access to a doctor rapidly in case of emergency, within two to three hours in cases of urgency and otherwise within two working days. We will arrange a home visit as appropriate for those who are too ill to be brought to the surgery.
Telephone: We will to try to answer the phone promptly and to ensure that there are sufficient staff available to do this. You should be able to speak to a doctor by telephone.
Test Results: If you have undergone tests or x-rays ordered by the practice, we will inform you of the results at your next appointment. If no further appointment needs to be arranged, we will advise you when and how to obtain the results.
Respect: Patients will be treated as individuals and partners in their healthcare, irrespective of their ethnic origin or religious and cultural beliefs.
Information: We will give you full information about the services we offer. Every effort will be made to ensure that you receive the information which directly affects your health and the care being offered.
Health Promotion: The practice will offer patients advice and information on: steps they can take to promote good health and avoid illness; self-help which can be undertaken without reference to a doctor in case of minor ailments.
Health Records: You have the right to see your health records, subject to limitations in the law. These will be kept confidential at all times.
Your Responsibility To Us
Help us to help you.
Our aim is to offer our patients a fast, efficient and friendly service. However, to enable us to do this we require some help from yourselves.
1. Please do not request home visits unless you are housebound or genuinely too ill to attend the surgery.
2. If you have several problems you wish to discuss with the doctor, please ask for a longer appointment. Hurried consultations are unsatisfactory for both doctor and patient alike.
3. The out-of-hours service is for emergencies and urgent problems which cannot wait until the following day to be seen. Please do not abuse this service.
4. If you are unable to attend an appointment, please cancel as early as possible, as this frees the appointment for someone else.
5. We always welcome suggestions as to any changes we can make to improve patient care and the services we offer. If you have any suggestions, please let us know by putting your idea in writing to the practice manager.
We always try to provide the best services possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient grievances. Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made. If you use this procedure it will not affect your right to complain to the Health Services Authority. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by a patient in person. If you wish to make a complaint, please telephone or write to our practice manager. Full details will be taken and a decision made on how best to undertake the investigation.
We believe it is important to deal with complaints swiftly, so you will be offered an appointment for a meeting to discuss the details within three days. Occasionally it may take longer, but we will keep you informed throughout. You may bring a friend or relative with you to the meeting. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.
Comments and Suggestions
We are happy to accept and consider comments and suggestion from our patients. Please present your views in writing at reception or use our suggestion box.
We ask you for personal information so that you can receive care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team it is necessary that medical information about you is shared between members of the team.
Freedom of information – Publication Scheme
The Freedom of Information Act 2000 obliges the practice to produce a publication scheme. A publication scheme is a guide to the classes of information the practice intends to routinely make available.
The scheme is available from reception.
We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.